BitStarz Casino - A conta do jogador foi bloqueada.

I was a customer for at least 6 years and had deposited tens of thousands of dollars with them. Never had verified my account and never had needed to. This last withdrawal was much less than the $10,000 withdrawal I had made in October of last year. None the less, with this attempted withdrawal, they decided to ask for verification. And that screwed everything up . The second I let them know I was from the USA, they locked me out of my account and stole the 460,000 jpy approximately $3,200 usd. What’s really messed up is that if I had not won that money, they would sill be accepting my deposits, and I would still be sending them until they felt the need to pull this crap later

Dear Oink,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitStarz Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did the casino accuse you of breaking any rules or give a reason for confiscation of your balance?
• When was the last time you were in contact with casino support regarding the issue?
• Was the personal information in your player profile filled out completely and accurately to your knowledge?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• If there was any follow-up communication between you and the casino regarding the issue that supports your complaint, please share it with me at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Oink,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

so bitstarz said that I was from a restricted country and the last time I was in contact with them was the day they blocked my login . Like 2 months ago when I try to login is this account suspended and won’t let me in. The player information was an Australia adress but it wasn’t filled in by me . I got the half million yen playing Plinko . I never use bonuses… ever because of the bs they put u through to withdraw them. And the second they found out that I was from a restricted country they closed my account, blocked my access to my account with almost half a million jpy in it

Hello,

• Could you please share your discussion on the topic between you and the casino with me? Send the information to my email at tomas@casino.guru for review.
• What personal information did you enter in your player's profile?
• Which country have you entered in your player's profile, to your knowledge?
• Have you moved since starting playing in the casino?

Looking forward to your reply.

Dear Oink,

We are extending the timer by 7 days. Please be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru